The purpose of this assignment is to utilize quantitative techniques and tools to analyze data relevant to business decision making. Your supervisor has asked you to analyze data related to the “Managing Ashland MultiComm Services” case presented in the textbook. You will summarize your analysis in a written report that is supported with the Excel files and outputs associated with the specified textbook problems Refer to “Chapter 2 Case Study Data Set” and the “Chapter 9 Case Study Data Set” to complete the assignment. and Data Sets for Chapter 9. Use the “Case Study Report Template” to create the written report.
Part 1
Complete the following “Managing Ashland MultiComm Services” case questions.
Chapter 2, Questions 1 and 2
Chapter 3, Questions 2 and 3
Chapter 5, Questions 1-3
Chapter 9, Questions 1 and 2
You are required to show all of your work and formulas in Excel and submit the Excel files to receive credit for the assignments.
Part 2
Reflect on the “Managing Ashland MultiComm Services” case information presented throughout the assigned questions in Part 1. In a 500-750 report to your supervisor, address the following. Use the “Case Study Report Template” to create the written report. Considering the Chapter 2 questions, identify and analyze the top recommendations for the focus of the business. Include two pareto charts and a bar or pie chart to support your recommendation. Considering the Chapter 3 questions, discuss what the data presented in the frequency diagram indicate about the decisions that would be most beneficial to the business. Include a histogram that summarizes the data. Considering the Chapter 5 questions, make recommendations about the kinds of services the business should offer and justify your selections. Pay special attention to question 3 and the probabilities associated with making each offer. Considering the Chapter 9 questions, interpret the results of the sample hypothesis test and make recommendations for the business based upon these results. Include justification for your recommendations.
Submit your final report and supporting Excel files to your instructor.
Managing Ashland MultiComm Services Recently, Ashland MultiComm Services has been criticized for its inadequate customer service in responding to ques- tions and problems about its telephone, cable television, and Internet services. Senior management has established a task force charged with the business objective of improving cus- tomer service. In response to this charge, the task force col- lected data about the types of customer service errors, the Cost of Customer Service Errors in the Past Year Type of Errors Cost ($ thousands) Incorrect accessory 17.3 Incorrect address Incorrect contact phone 62.4 21.3 Invalid wiring On-demand programming errors 40.8 cost of customer service errors, and the cost of wrong bill- ing errors. It found the following data: 38.8 Subscription not ordered Suspension error Termination error 20.3 46.8 50.9 Types of Customer Service Errors Website access crrors 60.7 Type of Errors Frequency Wrong billing 121.7 Incorrect accessory 27 40.9 Wrong end date Incorrect address 42 Wrong number of connections 28.1 Incorrect contact phone Invalid wiring On-demand programming error Subscription not ordered Suspension error Termination error 31 Wrong price quoted 50.3 Wrong start date Wrong subscription type 40.8 14 60.1 701.2 Total 14 22 30 Website access error 137 Wrong billing Type und Cost of Wrong Billing Errors 17 Type of Wrong Billing Errors Declincd or held transactions Cost (S thousands) Wrong end date Wrong number of connections Wrong price quoted Wrong start date Wrong subscription type 19 7.6 20 104.3 Incorrect aceount number 24 9 8 Invalid verification 33 121.7 Total 448 Total either the task force or management to take that would support the goal of improving customer service. 1. Review these data (stored in AMS2-1). Identify the vari- ables that are important in describing the customer ser- vice problems. For each variable you identify, construct the graphical representation you think is most appropri- ate and explain your choice. Also, suggest what other in- formation concerning the different types of errors would be useful to examinc. Offer possible courses of action for 2. As a follow-up activity, the task force decides to collect data to study the pattern of calls to the help desk (stored in AMS2-2). Analyze these data and present your conclu- sions in a report. David M. Levine, Kathryn A. Szabat, and David F. Stephan. Published by Pearson First Course, Seventh Edition, Business Statistics: CASES FOR CHAPTER 9 Managing Ashland MultiComm Services Continuing its monitoring of the upload speed first de- scribed in the Chapter 6 Managing Ashland MultiComm Services case on page 221, the technical operations depart- ment wants to ensure that the mean target upload speed for all Internet service subscribers is at least 0.97 on a standard 1. Compute the sample statistics and determine whether there is evidence that the population mean upload speed is less than 0.97 2. Write a memo to management that summarizes your I conclusions scale in which the target value is 1.0. Each day, upload speed was measured 50 times, with the following results (stored in AMS9) 0.854 1.023 1.005 1.030 1.219 0.977 1.044 0.778 1122 1.114 1.091 1.086 1.141 0.931 0.723 0.934 1.060 1.047 0.800 0.889 1.012 0.695 0.869 0.734 1.131 0.993 0.762 0.814 1.108 0.805 1.223 1.024 0.884 0.799 0.870 0.898 0.621 0.818 1.113 1.286 1.052 0.678 1.162 0.808 1.012 0.859 0.951 1.112 1.003 0.972 Business Statistics: A First Course, Seventh Edition, by David M. Levine, Kathryn A. Szabat, and David F. Stephan. Published by Pearson. Copyright 2016 by Pearson Education, Inc. Fundamentals of Hvnothesis Testing: One-Sample Tests CHAPTER 9 318 Mac8aa SBN: 978-1-3 323-26258-0
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